Airtel launches Airtel CCaaS for integrated contact center services

By siliconindia  |  Wednesday, 18 October 2023, 02:43:50 PM IST

Airtel launches Airtel CCaaS for integrated contact center services
Bharti Airtel has introduced a comprehensive omni-channel cloud platform known as Airtel CCaaS (contact center as a service) within its Airtel IQ division. This platform offers complete solutions for contact centers, encompassing voice, cloud, and software services. The company noted that this is a pioneering service in India, as contact centers had previously engaged multiple vendors for various functions.
“Our innovative CCaaS offering combines the best of voice, cloud and software to simplify contact center management at an affordable cost”, Abhishek Biswal, head digital products & services at Airtel Business, said. He added that the segment will be able to streamline operations for a better customer contact experience using the new platform. Airtel’s CCaaS offering will enable enterprises to reduce investments significantly, as the platform unifies Voice-as-a-service (VaaS), cloud and contact center software from leading providers, including Genesys.
Airtel CCaaS will enable call handling for both inbound and outbound calls in addition to call routing, call queuing, conference calling, call redirecting and cloud monitoring on cloud accessible across all office locations, Airtel said. The telco added that in addition to providing integrated contact center services under one platform, the platform also eliminates the need for enterprises to close requisite regulatory compliances and reduces wait time during troubleshooting requirements. Airtel said that it tested the solution with marquee customers before the formal launch was announced.

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